Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! Watch the recording of this webinar to catch up on the full conversation! Speaker: Chris Hicken , CEO & Co-Founder of Nuffsaid. Isn’t that crazy?

Roadmap 52

Roadmap Customer Success Feedback Report 52

Gainsight

JANUARY 4, 2021

We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Read a blog daily, set a weekly time slot on your calendar to watch a webinar, or listen to a podcast episode while doing chores. Customer Onboarding: From Implementation to Time to Value. Customer Experience.

Resources 111

Resources Customer Success eBook Multi-Channel 111

Pointillist

NOVEMBER 11, 2019

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Instead, organizations must focus on metrics that yield the greatest insight. Why is FCR considered so essential? The reason?

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

NobelBiz

NOVEMBER 13, 2023

Satisfied customers are more likely to stay loyal and continue their relationship with the brand, leading to a higher customer retention rate and, ultimately, sustained revenue growth. Don’t miss out on this exclusive discussion—it’s a webinar like no other, with surprises in store!

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

ClientSuccess

MARCH 1, 2022

The customer should also have a hand in this planning, so as you are working through your onboarding plan, make sure you are also looking ahead to growth down the road. Put metrics in place that you can start tracking on day one. Get started on the right foot by putting metrics in place you can start tracking on day one of onboarding.

Metrics 76

Metrics Sales Customers Customer Journeys 76

Influitive

OCTOBER 30, 2015

Then, identify where gaps and overlaps exist in the customer’s existing tech stack to assess how your product or service will truly benefit them. Chandar says this will create a genuine, emotive connection that is key to building successful long-term customer relationships. Focus on customer interaction.

Customer relationships 79

Customer relationships Video Engagement Marketing 79

ClientSuccess

OCTOBER 5, 2021

For a team to be truly successful in the customer success world, data and metrics should inform every decision made. Leading indicators are variables or occurrences which can help your team forecast how a customer account will fare over time. eBook: 5 Ways To Surprise & Delight Your Customers.

Customer Success 72

Customer Success eBook Customer relationships Metrics 72

ClientSuccess

SEPTEMBER 13, 2022

From juggling multiple customer accounts to keeping a myriad of plates spinning, CSMs rely heavily on metrics and data to ensure they are trending in the right direction. Understanding customer onboarding speed. So, what is customer onboarding speed? Toolkit: Customer Success Metrics Toolkit.

eBook 76

eBook Metrics NPS Training 76

ClientSuccess

APRIL 19, 2022

As any customer success professional knows, metrics and data keep customer relationships running smoothly. CSMs can focus on quick, game-time updates that address immediate customer needs with real-time data. The Customer Satisfaction Score is a metric that addresses both strategic data uses. .

Customer Satisfaction 52

Customer Satisfaction Effort Score eBook NPS 52

Totango

JULY 22, 2022

For example, one track is dedicated to driving engagement, and features several email campaign templates that can be customized to help you share positive customer case studies, win back users that have stopped using your product, or invite customers to digital events like webinars or training sessions. .

Communication 101

Communication NPS Case Study Metrics 101

Gainsight

JANUARY 4, 2023

Every year Gainsight loves to give our customers and community a roundup of our best resources, including events, webinars, articles, ebooks, and more. As the thought leader in the field of Customer Success (CS), we want you to have all the information and insights you need to stay current and take your CS practice to new heights.

Resources 52

Resources Customer Success eBook Healthcare 52

ClientSuccess

MAY 10, 2022

The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer. How to calculate Customer Lifetime Value. What about a conference you already know this customer will be perfect for? Ready to Learn More?

How To 59

How To Metrics Case Study eBook 59

NobelBiz

FEBRUARY 27, 2024

Data Analysis : AI analyzes vast data sets, identifying patterns and predicting customer behavior. Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Totango

FEBRUARY 28, 2020

Customer engagements are proactive, data-driven activities you initiate to build and maintain strong customer relationships. These actions are the way we personalize our service to meet the demands of our customers. Analyzing customer success metrics. Anticipating customer need .

Customer Engagement 93

Customer Engagement Engagement Strategy Touchpoint 93

ClientSuccess

NOVEMBER 2, 2022

But customer satisfaction is another side to the CSM role that has become increasingly important over the last few years. SaaS organizations are focusing more on maintaining and cultivating long-term customer relationships than ever before, and CSMs are at the forefront of these efforts. Are NPS scores taking a dip?

Customer Retention 70

Customer Retention Tips Effort Score Customer Satisfaction 70

Playvox

MARCH 19, 2024

Boosting CX With robust customer data and information ready at the quick, AI-based contact center tools allow agents to help answer questions more precisely and resolve customer issues for first contact resolution – a key metric. This improves customer satisfaction and net promoter scores, and other key customer service metrics.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

ClientSuccess

OCTOBER 25, 2021

Knowing how to identify these indicators, which metrics to track for each, and how to gauge success is critical for any customer success team looking to set themselves up for long-term success. Here, we’ll take a deeper look at the customer success leading indicators discussed in Part 1 to uncover some critical metrics behind each one.

Customer Success 64

Customer Success Metrics eBook Measurement 64

ClientSuccess

DECEMBER 28, 2020

Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world. Just as collecting data and metrics is a part of the foundational principles of a SaaS organization, so too are KPIs foundational to the world of client success.

Customer Success 88

Customer Success eBook Customer Relationship Management Metrics 88

ClientSuccess

MARCH 2, 2021

CSMs typically gauge success on metrics like usage rates and NPS scores while AEs are driven by bottom-line revenue goals. . While the reporting structure of an AE and a CSM depends on the specific organization, the roles typically leverage department-specific metrics to track success.

Customer Success 62

Customer Success Management eBook Metrics 62

ClientSuccess

JANUARY 10, 2020

Many onboarding teams turn to automated onboarding software or customer relationship management platforms to help manage and organize the onboarding process. Rely on metrics to gauge success. . It’s easy to end a day of customer onboarding and report back to your manager that you “think that went well”.

Customer Experience 65

Customer Experience eBook Metrics Customer Relationship Management 65

ClientSuccess

JANUARY 10, 2020

Many onboarding teams turn to automated onboarding software or customer relationship management platforms to help manage and organize the onboarding process. Rely on metrics to gauge success. . It’s easy to end a day of customer onboarding and report back to your manager that you “think that went well”.

Customer Experience 64

Customer Experience eBook Metrics Customer Relationship Management 64

ClientSuccess

FEBRUARY 22, 2023

This can involve training and education on effectively using the product or service, suggesting best practices, and providing guidance on optimizing the customer’s experience. The success of customer success is typically measured by metrics such as customer retention rate, upsell/cross-sell revenue, and customer satisfaction scores.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

Customer Success 80

Customer Success eBook Loyalty Conference 80

SurveyGizmo

NOVEMBER 5, 2021

Many Customer Experience (CX) teams lack the data integration of their Sales and Marketing counterparts. Sales departments tend to operate using a customer relationship management (CRM) tool like Salesforce (SFDC) and, by 2022, have likely already integrated with other data sets like Jira or Salesloft. CX Lags Behind.

Data 98

Data Net Promoter Score NPS Effort Score 98

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Watch the entire on-demand Webinar episode here.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

ClientSuccess

APRIL 28, 2021

If you’re a CSM working for a SaaS-based vendor, there are a few stages where a customer would typically go silent. When a customer account is moving smoothly, with no big issues or concerns, this may seem like a good thing to the discerning CSM. Here are a few ways to proactively avoid being ghosted by customers: 1.

How To 64

How To eBook Metrics Customer relationships 64

ClientSuccess

MAY 3, 2022

In the world of customer success, robust, fully realized customer relationships don’t just happen overnight. Instead, CSMs must make clear, focused decisions to build loyalty and trust at every customer lifecycle stage. . For CSMs and their customers, nothing beats a first impression. Want to learn more?

Loyalty 52

Loyalty eBook Customer relationships Resources 52

ClientSuccess

JULY 27, 2021

For decades, companies were foundationally built around new customer sales and logos, leaving customer relationship building a secondary effort. Today, many companies are entirely focused on delighting customers first and foremost, bringing c-level attention to operations, metrics, and outcomes.

Customer Success 64

Customer Success Effort Score eBook Trends 64

ClientSuccess

JUNE 15, 2021

Here are three reasons a customer success platform is essential to long-term company success: Customer lifecycle planning: One of the critical parts of building long-term customer relationships is having a plan in place for how you want your customers to grow. Toolkit: Team Leadership Toolkit.

Customer Success 52

Customer Success Company eBook Customer relationships 52

Talkdesk

FEBRUARY 16, 2021

You rely on outdated analytics and business success metrics. Future-looking companies are now attaching sales and marketing metrics to their contact centers, which will require deep integrations with customer relationship management (CRM) and marketing automation systems, as well as the ability to unify that data for analysis.

Contact Center 139

Contact Center Customer Experience Policies Competitive Advantage 139

ClientSuccess

FEBRUARY 1, 2021

Many times, a platform that touts itself as ‘customer focused’ is only really effective for one specific part of the customer experience, such as onboarding or issue management. After all, your customers will ideally be around for a while, and any software you invest in should be able to manage all account stages.

Software 104

Software Customer Success Effort Score eBook 104

BirdEye

OCTOBER 3, 2023

Baer is the author of the bestselling book “Hug Your Haters” and has consulted with over 700 major brands on improving customer experience. Access the webinar here. Analyze review content, not just ratings When evaluating customer feedback, Baer cautioned against fixating solely on 1-5 star ratings or simplistic numeric scores.

Customer Experience 104

Customer Experience Social Media Feedback Loyalty 104

Totango

FEBRUARY 11, 2020

This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies. Best Practices for a Customer Success Adoption Plan.

Customer Success 117

Customer Success How To Metrics Customer Journeys 117

ClientSuccess

JANUARY 19, 2022

Onboarding: Onboarding is one of the most important stages of any customer relationship because it sets the tone for your entire partnership moving forward. Business Review: Business reviews are the ideal time to review what’s been working throughout a customer partnership and to identify where there are opportunities for improvement.

eBook 77

eBook Resources Tips Metrics 77

Gainsight

JUNE 13, 2023

Customer health scoring is a crucial tool for measuring and predicting customer sentiment, retention, and expansion. In our recent Titans of Scale webinar , we dug into perspectives on health scores from both a Customer Success (CS) leader and a Customer Success Manager (CSM) at the AI-powered connected workspace platform Notion.

e-support 59

e-support Measurement Customers Tools 59

Gainsight

JUNE 14, 2023

Digital Hub Is Everything You Love About inSided and More In early 2022, Gainsight acquired inSided , a leading customer Community platform that’s uniquely designed to leverage the power of Community to drive product engagement and adoption, increase retention, and build lasting customer relationships.

Self Service 52

Self Service Competitive Advantage Metrics User Experience 52